Top-Notch Healthcare Services Limited Also known as 25 Croombs Road

Updated 16 February 2023

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

The inspection was conducted by 1 inspector.

Service and service type

Top-Notch Healthcare Services Limited is a domiciliary care agency It provides personal care to people living in their own houses and flats.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We reviewed information we had about the service.

During the inspection

We spoke with 1 relative. We also spoke with 1 senior care worker, 2 care workers, 1 clinical lead and the registered manager. We reviewed 1 person’s care record including risk assessments and 3 staff files in relation to recruitment. We also reviewed a range of management records including staff training and supervision, medicines, audits and complaints.

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation. Inspection activity was carried out on the 17 January and the 25 January 2023.

Updated 16 February 2023

About the service

Top-Notch Healthcare Services is a domiciliary care agency providing personal care for 1 person. The service provides support to people living in their own home. At the time of our inspection there was 1 person using the service.

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

People's experience of using this service and what we found

Right Support:

Staff supported people to make decisions following best practice in decision-making. Staff communicated with people in ways that met their needs. People’s care plans were detailed and met people’s needs.

We have made a recommendation about personalised care.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Right Care:

People received kind and compassionate care. Staff protected and respected people’s privacy and dignity. They understood and responded to their individual needs. Staff understood how to protect people from poor care and abuse. The service worked well with other agencies to protect people. Staff had training on how to recognise and report abuse and they knew how to apply it.

People and their relatives could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs.

Right Culture:

People received good quality care, support and treatment because trained staff and specialists could meet their needs and wishes. The service enabled people and those important to them to work with staff to develop the service. Staff valued and acted upon people’s views.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This is the first rating for this service. This service was registered with us on the 24 March 2020 and this is the first inspection.

Why we inspected

The inspection was prompted by a review of the information we had about the service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.